Pros 
Cons A Tale of Two Novus Experiences: Feilding vs. Palmerston North
NOVUS Glass Feilding, located at 22 Taonui Street, Palmerston North Central, has garnered a 4.7-star rating, suggesting a generally positive perception within the Palmerston North community. However, recent customer feedback paints a complex picture, highlighting a stark contrast between experiences at the Feilding branch and the Palmerston North location. This article delves into the reviews, exploring both the praise and the significant criticisms levelled against NOVUS Glass Feilding, while also showcasing the positive experiences reported at the Palmerston North branch. The core issue appears to be inconsistent customer service and a lack of accountability at the Feilding location, a problem exacerbated by a perceived lack of competition in the region.
The Feilding Frustration: A Customer Service Breakdown
The most striking narrative emerging from the reviews concerns the customer service provided by NOVUS Glass Feilding, particularly involving a staff member named Kylie. Several customers have reported deeply negative interactions, characterized by:
- Unhelpful and Snarky Attitude: Multiple accounts describe Kylie as unhelpful, dismissive, and even "snarky" in her communication.
- Lack of Professionalism: One customer recounted a particularly distressing experience where Kylie became hostile and yelled when simply inquiring about the whereabouts of scheduled installers. This behaviour was deemed "petulant" and unprofessional.
- Failure to Honour Appointments: A significant issue highlighted was the failure of installers to arrive at scheduled appointments without communication, leaving customers waiting and frustrated.
- Dismissive Management Response: When escalating concerns to management, customers found little resolution, with the manager seemingly unconcerned about the poor service or staff behaviour.
- Misdiagnosis of Repair Needs: A customer was initially assured a chip could be repaired, only to be told later that a full windscreen replacement was necessary, wasting their time and leading to further frustration.
This pattern of negative experiences suggests a systemic problem within the Feilding branch, potentially stemming from inadequate training, poor management oversight, or a general lack of customer-centricity. The customer's comment about taking advantage of the skills shortage and operating with a sense of entitlement is a recurring theme.
Palmerston North's Shining Example: Professionalism and Expertise
In stark contrast to the Feilding experience, the NOVUS Glass Palmerston North branch consistently receives glowing reviews. Customers praise:
- Exceptional Customer Service: Staff are described as "absolutely wonderful," "very nice," "professional," and "helpful."
- Efficient and Timely Service: Vehicles are ready when promised, and work is completed within the agreed timeframe.
- Technical Expertise: The Palmerston North team demonstrates a strong understanding of auto glass repair and replacement, including complex tasks like rain sensor and lane assist recalibration.
- Attention to Detail: One customer specifically noted the team's superior cable routing for their dashcam, demonstrating a commitment to quality workmanship.
- Positive Atmosphere: The Palmerston North branch fosters a welcoming and supportive environment, creating a positive experience for customers.
- Quick Response: Staff are quick to respond to any issues.
| Feature | NOVUS Glass Feilding | NOVUS Glass Palmerston North |
|---|---|---|
| Customer Service | Consistently negative, unprofessional | Consistently positive, helpful |
| Appointment Reliability | Frequent no-shows and lack of communication | Reliable and on-time |
| Management Response | Dismissive and unconcerned | Not explicitly mentioned, but implied to be supportive |
| Technical Expertise | Questionable, misdiagnosis reported | High, demonstrated by complex recalibrations |
Tinting Troubles and Overall Impressions
While windscreen repair and replacement are core services, NOVUS Glass Feilding also offers tinting. However, reviews regarding tinting reveal further inconsistencies. One customer experienced issues with the initial tint application, including bubbling and incorrect cutting. While the team rectified the problem, the process resulted in scratches on the glass during removal, which the installer initially attempted to attribute to pre-existing damage. This highlights a potential lack of care and attention to detail during the tinting process.
Despite these issues, many customers acknowledge the potential for good service at NOVUS Glass Feilding, with one reviewer noting "Good service but final result was a bit lackluster." The overall sentiment suggests that while the potential for quality work exists, the inconsistent customer service and occasional technical shortcomings significantly detract from the overall experience. The Palmerston North branch, on the other hand, consistently delivers a positive and professional service, solidifying its reputation as a reliable auto glass provider in the region. NOVUS Glass Feilding 22 Taonui Street, Palmerston North Central, Palmerston North 4410, New Zealand, phone +64 6 355 4998. Opening hours are Monday to Friday 8 AM - 5 PM. They accept credit and debit cards. Wheelchair accessible entrance and parking are available. Appointments are recommended.